Commonly Asked Questions
Below are the most common questions that we receive about our services. Remember you can email, call or live chat with us anytime. Let us know if there is a question that should be answered on this page and we will add it.
Thanks, The Happily Ever After Staff
You can send us a text with a question or send us a picture for an evaluation with our team.
Do you ship to Hawaii and Alaska?
Yes, we will ship to Hawaii and Alaska. Due to an increase in shipping costs, shipments to Alaska, Hawaii, and other US territories may require an additional shipping charge. We will need to verify the address and perform a few extra steps to make sure the service will work. Just email us your address and we can check it out before you order.
Are your materials acid free?
Yes, all materials that we use are of preservation quality.
Are there additional charges for heavily soiled gowns?
No, we charge one flat rate for servicing gowns. Minor repairs are also included.
Are there additional charges for beading or embellishments?
No, we charge one flat rate for servicing gowns. Removing delicate embellishments and reinstalling them post cleaning is also included. This includes after market added accessories like beaded belts, etc.
Are the gowns insured during transit by FedEx or other carriers?
Yes, the gowns are insured during transit and during service.
I lost my paperwork for the gown order, can I get it replaced?
Yes, we can email or snail mail you the paperwork and shipping labels. We can resend the mailer kit also. Just email or call us.
There is no package for Clean and Press, how do I find that?
Our Clean Only service includes pressing. Since we have to ship the finished gown back in a box, we do not feel we can call it cleaning and pressing. It is likely that the dress will need some light pressing and steaming when removed from the package. So we do not offer clean and press for that reason. If you come into our store locally, then we will press the gown for the wedding.
How long does the service typically take?
Service times for cleaning and preservation take approximately 4-6 weeks.
Clean Only normally is two weeks from when received, faster by request and, if available.
I have different addresses for the mailer kit and the return package, what do I do?
This is a very common question. We can send the mailer kit to one address and the finished gown to another. You will receive a Gown Detail Form in your mailer kit. Please indicate this request on that form in the area for the address. We will update your account when we receive the gown. You can also email us this information and we will take it from there.
Can I send the garment bag the gown came in?
We ask that you keep those at home.
I have more than two accessories?
We can accommodate more than two accessories. We can also package additional accessories in a separate smaller preservation box for an additional $150.
How are accessories displayed in the box?
We do our best to display all accessories, but it isn't always possible. Veils are draped along the tops and sides of the box so they are visible through the display window. Shoes are wrapped in tissue and placed underneath the gown to prevent any possible dye transfer and/or snagging on the fabric of the gown, and will not be visible through the display window. If you have questions about accessories, please text or email us with photos of your items.
Will I get tracking emails for the shipments?
Every time there is a shipment, you will get a tracking email. We will not send the the finished gown back until you are notified by email. We do not want you to be on vacation or unavailable for the return shipment. There will be a signature required for the return shipment. We can change the return shipping address. We recommend a business address if it is available to you at work.
What happens if my gown is returned?
If FedEx is unable to deliver your gown to you or if it is not picked up from a FedEx location before the hold time expires, your gown will be returned to us. We will happily ship your gown again, but this does incur an additional shipping cost.
This is our wedding gown box.
The box measurements.
The wedding gown box comes in two sizes, 30x20x8 and 30x20x10. We are able to accommodate 99% of gowns in these two different size boxes. From time to time, we will come across a gown, such as a ball style gown, that may not fit in the largest box. There are options for preserving the gown. Please inquire with us or send a picture.
Jumbo Preservation Box
For gowns that will not fit into our standard preservation boxes, we can order a Jumbo Preservation box. It looks slightly different than our standard box, and will require an additional charge of $95. If you think your gown may require a Jumbo box, please send photos prior to placing an order. You can email us at email@example.com or text 800.232.0792.
Repairs to Wedding Gowns
We offer repairs for gowns. Minor repairs are included in the service, such as sewing on buttons, tacking loose items, fixing beads. We also will make repairs prior to cleaning, if we feel that something needs to be done prior to cleaning.
We remove embellishments that we feel may damage the gown or be damaged in cleaning. The items are photographed, measured and inventoried. Then, when cleaning is complete, we reinstall the items on the gown. This ensures that any embellishment will not be damaged in cleaning.
If you know your gown is in need of repair(s), please mark the area of damage with a safety pin and note. Also, include a description of the needed repair(s) on your Gown Detail Form. This helps us to make sure your gown gets the attention it deserves.
Do you offer a warranty? If the gown is found to be damaged after a certain number of years, does the company have a reimbursement option?
Yes we offer a Lifetime Warranty that guarantees your gown will not yellow over time once we have cleaned and preserved your gown. We note all stains that do not come out on the back of the warranty card, along with an itemized list of the gown box contents. Each gown box has a viewing window so you can see your gown. If your gown yellows over time our Lifetime Warranty guarantees we will re- clean and preserve your gown at no charge.
If I open the box, does it void the warranty?
Opening the inner sealed box does void the warranty. The sealed box keeps the preservation intact, and it guarantees your dress protection from the elements. There is a viewing window in the display box, so you can see your dress.
Do you guarantee stain removal?
This is a very common question that we receive. Can we can guarantee stain removal? We do not feel that is professional or right to make a guarantee for stain removal. We are very highly trained and have every tool available for safe stain removal, but some stains will not come out. Anyone who makes a promise that they can remove every stain is not being honest. We have been doing this for more than 40 years and we try everything we can to safely clean gowns, but we will not take risk. We will make a promise to try everything we can to remove stains safely from the gown.
Will mud come out of the hem of my wedding gown?
We can get most of it out. We answered some of this in the above question. Mud soaked hems will be scrubbed and soaked multiple times to attempt stain removal. Remember we can provide free evaluations of your gown. Send us photos via text message at 800.232.0792 or email them to firstname.lastname@example.org.
Will I receive after cleaning photos of my gown?
After photos are taken by request only. We will happily send photos before preserving, but they must be requested. After photos are not taken automatically.
My something blue or something borrowed, can it be packaged?
Please remove anything that is pinned or tacked inside the gown, such as your something blue or something borrowed. We look for these items, but sometimes they are not seen or found. We can package them with your gown, send it along with instructions and we will be sure to add it to your package.
Still have questions? Send us an email at email@example.com, call or text 800.232.0792 or use our Live Chat feature.
Customer Questions Section
I have had my wedding gown for almost 9 yrs it has some yellow stains from being in a box over the years and also small cake stains on some areas or the dress can I still get it preserved?
-- Response: Dresses of all ages can be cleaned and preserved. Time can be a factor for some stains on certain fabrics, but in most cases the stains can be improved or removed entirely. We are happy to look at pictures and do a free evaluation. Text or email your images to us. --- Thanks for the question, Jeff S
Can you send the shipping kit to one address, then return the dress to my new address and then send my separate veil preservation to my sister at another address?
--Response: Yes, just send us the addresses on the form, along with emails for tracking and we can set that up for you.
Can I waive the signature requirement for delivery?
--Response: No, we recommend not waiving the signature. We can arrange shipping for another address, a business address, or for a time when you will be home to sign for it.
Below is an example of a gown in a preservation box.
If you have any questions, feel free to call us at 859.739.1920. Thank you.